Team Manager

Since 1837, Tiffany & Co. has always been a company of great innovators who are constantly pushing the boundaries of what’s possible with design and influencing style. We’re proud to be trailblazers in the luxury retail world.
 

• Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH!


• Are you passionate about sales, service excellence and building a team?


• Do you love making a difference?

Responsibilities

Store & Team Performance: Lead a team of Client Advisors to develop daily/ weekly /monthly/quarterly action plans to exceed their commercial sales targets.

• Deliver and execute on pre-determined commercial sales targets


• Understand and analyse the business needs, productivity, KPIs and provide business insights to determine business performance against commercial sales targets


• Improve business performance by implementing actions with clients, team, VM, Merchandise, or operations.


• Lead the execution of retail excellence standards.


• Partner with senior retail management to monitor, leverage knowledge of competitor activity and implement action plans accordingly.


• Master the selling ceremony techniques and Tiffany Touch to deliver service excellence.

Develop a High Performing team: Is floor-based to deliver daily coaching and development to CA’s to elevate their ability to maximise client experience and achieve our commercial targets. Supports CA’s in rescuing sales.

• Drives performance through regular on-the spot coaching conversations (80% of time spent on the sales floor)


• Embody and inspire the highest luxury standards in presentation and behavior. Following up with the team with feedback or coaching where expectations are not met.


• Onboards, Coaches and Develops the assigned team to maximise performance to acheive/exceed pre-determined commercial sales targets


• Effective and motivating use of company resources to coach and develop team (dashboards, VOC – Client feedback surveys)


• Engages, motivates and inspires team to achieve service excellence and results accountability through employee recognition and company initiatives


• In partnership with senior management, create and execute team development plans, address and action performance management issues of assigned team in timely manner through consistent feedback.


• Identify and recruit talents to conribute to the team.


• Provide regular team coaching as part of morning breifings tailored to opportunties.


• Determine store wide training or development needs in partnership with Training.

Build and develop best in class client centric teams:

• Partner with your team to ensure they are able to execute on pre-determined client portfolio growth and sales targets, cultivating clients with personalized interactions.


• Coach and monitor assigned team’s cultivation practices ensuring client portfolio growth targets, high repeat rate and sales goals achieved. Assists CA’s in curating elevated memorable experiences for client.


• Deliver high team data capture rate (90%) with a focus on the quality of information gathered and ensure consistency of personalized outreach


• In partnership with client relations, provide support to team to cultivate high value and high jewelry clients.


• Ensure assigned team identifies and creates private appointments daily to generate sales and build client portfolio.


• Identifies daily opportunities to generate energy, brand personality and elevate client experience through the use of hospitality, gifting.


• Share client centric event opportunities and partner with Store manager, Client Relations (if in store) and Client Events to support events.


• Ensure highest levels of in-store luxury experience at all times (NSS and Customer Satisfaction Scores)


• Perform client recovery – resolving client issues/complaints.

Qualifications

• Dynamic, attentive, and inspiring leader who builds relationships with internal and external clients.


• Experience in sales generation and managing the achievement of sales results of a team


• Non-traditional hours, including days, nights, weekends and holidays


• Proven ability to develop new high value clients and maintain existing client relationships


• Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system


• Previous experience in a luxury retail environment


• Previous supervisory/management experience


• Gemology Certificate/Diploma